Articles
Tag: call center
-
Are Your Call Center Operations Making Employees Leave?
The call center is no stranger to the Great Resignation. But you can improve agent well-being, optimize operations and satisfy customers all at the same time.
Continue reading...
-
What Is Knowledge-Centered Service, and Why Should Customer Service Leaders Care?
Let's examine what Knowledge-Centered Service is (and is not) and why it matters to deliver a service level that can drive customer retention.
Continue reading...
-
Customer Service Agents Simply Want a Fair Shake
A career in customer service can be challenging and service agents' efforts are often underappreciated across the organization.
Continue reading...
-
Why the Subscription Economy Needs to Focus on Customer Retention
In the subscription economy, brands need to react quickly to keep customer churn to a minimum.
Continue reading...
-
3 Key Benefits of AI in the Call Center
Does AI make a difference in call centers? Experts say yes. Learn the benefits of AI and why the tech has earned a permanent seat in the industry.
Continue reading...
-
Observe.AI Raises $125M for AI-Assisted Contact Center Product Development
Observe.AI nets $125 million to boost contact center software offerings.
Continue reading...
-
Google Says It 'Reimagines' Contact Center Customer Experience With New Solution
With the Google Cloud Contact Center AI Platform, Google now provides an out-of-the-box contact center solution.
Continue reading...
-
NLP and Text Analytics Enhance VoC Programs, Boost CX Engagement
Fueled by advancing technology, Voice of the Customer programs allow organizations to gain real-time CX insights. Learn more.
Continue reading...
-
Balancing AI and the Human Touch in CCaaS Deployment
AI in CCaaS offers many benefits, from cost savings to improved customer satisfaction. How will this tech reshape the future of contact center operations?
Continue reading...
-
Pegasystems Debuts Voice AI, Messaging AI Solutions to Support CX Agent Experience
Pegasystems has released two new products its says offer conversational AI capabilities during live interactions in real time, supporting agent experience.
Continue reading...
-
What Is Average Handle Time (AHT) and Does It Impact Customer Experience?
Average handle time (AHT) is a key metric that can help contact centers streamline their operations and improve customer satisfaction.
Continue reading...
-
What Is a Call Center? A Detailed Guide
Today, almost all organizations handle both email and telephone queries. This means the call center and contact center labels are often used interchangeably.
Continue reading...
-
Holiday CX Lessons Learned: An Operating Guide for the Future
Holiday seasons always have backorders, bottlenecks and sold-out hot products. Yet 2021 trumped them all. Here's what we learned
Continue reading...
-
CMSWire's Top 10 Call Center Articles of 2021
We present CMSWire's 10 most popular call center articles from 2021.
Continue reading...
